Help that answers before it transfers
Banco Inter is a Brazilian digital bank with a current account, credit card, investments and a marketplace, used by tens of millions of people from one app.
- Role
- Senior Product Designer — sole designer for information architecture, native interaction design, content structure and handoff.
- Collaborators
- PM, Engineering, Content, Customer service, and the team behind Babi, the assistant.
- North star
- Help people find an answer while keeping a clear route to human support.
In 30 seconds
- 01 · Problem
- The help centre used a third-party webview within the banking app. The project replaced that surface with a native experience that brought self-service content and support channels together.
- 02 · Decision
- Bring search, common questions, video, Babi and human support into a native help experience.
- 03 · Result
- Shipped as a native help centre.
The problem
The help centre used a third-party webview within the banking app. The project replaced that surface with a native experience that brought self-service content and support channels together.
In order of effort
01 / 04
The constraint
The content was not mine, the assistant was not mine, and the service centre had its own rules and its own targets. What I could change was the order things are met in, and whether the page felt like the bank.
The design decision
The native help centre brings search, articles, video, Babi and human support into one experience. Babi already existed; the human hand-off was a business requirement.
Channels last, and named
The page distinguishes the relationship centre, SAC and Ombudsman, explaining the purpose of each channel.
Video as a real answer
Video content sits alongside written answers, giving people another way to understand a task.
The trade-off
The design puts self-service before human channels. This can help people find an answer directly, but it also adds effort for those who need a person. Resolution and escalation would need to be measured together.
Outcome
- Shipped
- Shipped as the bank’s native help centre, combining search, articles, video, Babi and named routes to human support.
- What it was built to move
- Support self-service resolution and reduce avoidable contacts. No measured change in those indicators is available for this case.
- What I would watch
- Track successful resolution, unsuccessful searches and escalation to support. A session ending without a message is not enough to establish that the problem was solved.